Customer Service Specialist
Fieldpiece is hiring a Customer Service Specialist to join our European team in Doetinchem to work with customers, distributors and internal sales teams to manage the Return Merchandise Authorization (RMA) process.
This role is ideal for someone who enjoys helping customers, thrives on organization, and communicates clearly and professionally by phone and email. You’ll play a key role in improving turnaround times, strengthening collaboration with service partners, and delivering excellent customer experience.
Founded in California in 1990, Fieldpiece Instruments is a family-owned company and industry leader in innovative tools and test instruments for HVACR professionals. We’re honored to be one of the Best Companies to Work for in Southern California (2023, 2024, 2025) – and want to bring our collaborative, supportive culture and Hire-to-Retire philosophy to Europe.
We’re on a mission to elevate HVACR service worldwide by bringing deep technical expertise to create innovative products that make the technician’s job easier, faster, and better – every day.
What You’ll Do
- Serve as the primary point of contact for all RMA-related inquiries from distributors, end customers, and service partners, owning the process end to end from request intake through resolution.
- Review, validate, and troubleshoot RMA requests to ensure accuracy and completeness, coordinating repairs with Authorized Service Centers and the in-house repair center (UK).
- Manage returns and spare-parts logistics, working closely with internal teams such as Sales and Order Entry to ensure timely resolution.
- Track, document, and report on RMA activity, including turnaround times, quality, volumes, lead times, and service partner performance (KPIs) using the CRM system.
- Identify recurring issues and drive continuous improvement, supporting the standardization of the RMA process and assisting with the training and support of service partners.
What you bring
- 2+ years of customer service experience, ideally in a technical or B2B environment
- Strong written and verbal communication skills, especially by phone and email
- Highly organized with the ability to prioritize and manage multiple tasks
- Confident computer user with experience in Microsoft Office and CRM systems
- Customer-focused mindset with attention to detail and follow-through
- Language skills:
- Dutch and English required
- German preferred; Spanish or Italian is a plus
Work requirements
- Minimum 28 hours per week within business hours: 8:30–17:00
- Onsite 4 days per week with Fridays required
- Must live within 25 km of Doetinchem